Last Updated: December 12, 2025
Frequently Asked Questions
At Shelvino, we are committed to providing complete transparency and exceptional service to our community of wine enthusiasts. To help you make an informed decision and ensure a seamless shopping experience, we have compiled the most common inquiries regarding our premium wine storage solutions and store policies.
Shipping & Logistics
Q: Where do you ship from and what areas do you cover?
A: All orders are inspected and dispatched directly from our operations center in Oliver Springs, Tennessee. Currently, we focus exclusively on serving customers within the United States. Please note that due to the size and weight of our solid oak wine racks, we cannot deliver to P.O. Boxes or APO/FPO addresses.
Q: How much will I pay for shipping?
A: We offer Free Standard Shipping on all orders over $160.00 within the contiguous United States. For orders below $160.00, a transparent flat shipping rate of $20.00 will be applied at checkout. No hidden handling fees, no surprises.
Q: How long will it take to receive my wine rack?
A: We prioritize getting your order to you as quickly and safely as possible.
- Processing Time: Most orders are processed and prepared for shipment within 1 – 3 business days (Monday – Friday).
- Transit Time: Depending on your distance from our Tennessee facility, shipping typically takes 5 to 12 business days.
- Total Delivery Time: You can expect your order to arrive within 6 to 15 business days from the date of purchase.
Returns & Refund Policies
Q: What is your return policy?
A: We want you to be completely satisfied with your purchase. You may return your item within 30 days of receiving it. To be eligible, the wine rack must be in its original condition, unassembled, and in its original packaging. We are proud to state that we charge No Restocking Fees for any returns.
Q: Who is responsible for the return shipping costs?
A: If the return is due to a product quality issue or an error on our part, Shelvino will cover 100% of the return shipping costs. However, if you are returning an item due to a “change of mind” or personal preference, the customer is responsible for the return shipping fees.
Q: How do I initiate a return?
A: For security and logistical reasons, you must contact us first by emailing [email protected]. We will provide you with a Return Merchandise Authorization (RMA) and specific instructions on where to send your item. Please do not send items back to the address on your shipping label without an RMA, as we cannot guarantee receipt or processing of unauthorized returns.
Product Craftsmanship & Quality
Q: Will the wood color and grain look exactly like the photos?
A: Because we use Solid Oak and authentic hardwoods, each piece possesses a unique natural grain and character. While we strive for consistency, slight variations in wood texture, knots, and color are inherent to natural timber and are considered a mark of quality. Additionally, individual monitor settings may cause colors to appear slightly different on screen than in person.
Q: What should I do if my order arrives damaged?
A: While we use reinforced packaging for our furniture, accidents can happen during transit. If your item arrives damaged or defective, please take photos of the damage and the packaging and contact us at [email protected] within 48 hours of delivery. We will arrange for a replacement or a full refund immediately.
Payments & Order Management
Q: Which payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover) for a fast and secure checkout. Our website utilizes industry-standard SSL encryption to ensure your personal and payment data is 100% secure.
Q: Can I modify or cancel my order after it has been placed?
A: Because we strive to process orders within 1 business day, the window for modifications or cancellations is very small. If you need to change your order, please call or email us immediately. Once an order has entered the shipping process, it cannot be canceled or intercepted.
Official Contact Information
If your question was not answered above, our team in Tennessee is standing by to assist you.
- Store Name: Shelvino
- Email: [email protected]
- Phone: +1 (865) 657-1788
- Address: 802 Green St, Oliver Springs, TN 37840
- Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST/EDT). Closed on weekends and major U.S. Federal Holidays.